Paws & Claws Avis 

Thankfully I have never had to make a claim.
I had moved house and forgot to update my details. They contacted me. At first I was told I would be charged £30 for this. I said I was going to cancel my contract was then told there was a charge for that. Luckily my policy was just about to come up for renewal so all charges was wavered. Overall happy with the company.

Ronnie mum 🐶

Total waste of your monthly direct debits! Service terrible. When my 14 year old dog died I had to go through so many phone calls to claim for his condition. By the time I got my pay back it was 4 months on from his passing and even this pay out was minimal. Don't go with this company!

Absolutely disgusting, inconsiderate, totally unsympatheti, terrible. I am only awarding the one star because I cannot award a minus. My policies were due for renewal on 12/01/20. I chatted on line on 18/12/19, and said I did not want to renew. On checking out my account on 13/01/20, I find that £35 for renewal has been taken from it. I called up, and have been told that I said I would discuss renewal when it was due. Not the case; I did not want to renew, I do not want to renew and never will want to. Now I am being told that I will have to pay £30 cancellation fee, because the renewal took effect (14 hours ago). I am now waiting for a manager to check last year's notes (why? this has nothing to do with wanting to cancel). I am now off the call after 50 minutes and nothing is resolved. I have been told I can have half the fee cancelled. I want all my money back. It never should have been taken, and I should not have to have such a battle to get my money back. Professionalism - rubbish, customer satisfaction - rubbish. Paws and Claws - rubbish. Still fudging me off. They now admitted that I said I wanted to cancel on 18/12/19, but they still insisted that they send out renewal notification. Obviously they are not listening to what they are told by their customers. As 18/12/19 was less than a month from the expiry of my policies, why did they not heed my documented request to cancel. They are now placing restrictions on when I am or am not allowed to cancel. Talk about a con to extract money (in my mind) illegally. I intend to put all this out on social media so it can go viral, and warn others off this deceitful company. I still want all my money back, and will not agree, as they asked, to do a deal, and accept half the penalty fee which was incurred when they renewed my policies against my wishes. As I said, they already agreed that I asked to cancel on chat line, which they acknowledged and in my mind admitted their responsibility by trying to get me to only give them half the cancellation fee. Why won't they do the right thing and give me my money back, after all I have not bought a service from them. Final comment - I still stand by my opinion - legalised theft.

Don't know how we would have got through Maisies(ongoing) illness without the support of the friendly and professional team at paws and claws.
I can't recommend them highly enough.

Have not had any issues with policy. Last claim over a year ago but paid promptly

For my own experience, I find you are offering very good service, and I am, pleased!

Easy to navigate through to purchase, no problems

Premium rises every year, although we have never made a claim.

Took 2 months to clear my claim and doubled my premium after the first year.

Trying to contact them is very difficult, and my average wait time on the phone was 30mins.

Their web portal is a mess.

Major price hikes first 2 years of policy, not a good way to treat loyalty.

Quick and easy service act quickly on the claims

Great insurance, has been completely hassle free also. Been with them several years now. Would recommend.

We had to make a claim on one of our dogs last year. The following year the yearly premium for that dog increased by more than the cost of the claim (it was nothing to do with the dog getting older as the premium on the other one - her twin - barely rose). What is the point of having insurance when they make sure they recover any money paid out and more? I would find it hard to recommend this company after that.

Haven't had to make a claim yet, so a bit surprised when the premium was increased this year. Will review prices again next year and consider moving for similar cover at lower prices, unless we've made a claim and then we can make a judgement on the service

Made my first ever claim . Renew cost this year has increased by a substantial amount. Might only be a coincidence?

Satisfied with my cover it suits my purpose is fine so I continue with it

The lady I spoke with was very pleasant and helpful. I was a bit upset that the insurance had gone up so much but she checked and based on my record was able to offer a discount, so I went ahead.

Shocking is too mild a word for the way in which I have been told that we have no claim after our dog died suddenly over night due to a condition we did not know about until he died!!

I tried to contact this company SEVERAL times in order to inform them that our dog has died and to make a claim, but got no where as each time the phone queues were endless. When I finally got through I was told that I could have written them an e-mail about the case as an alternative way to contact them (as if it is OK that I was repeatedly kept waiting in phone queues).

Having told the agent about what happened (and ended up in tears in the process), I was taken through the set of instructions on how to make a claim, what documentation to submit, what information to provide about the vet surgery where the emergency operation was done, about the vet practice where our dog was registered, etc., only to be told at the very end that in fact our policy does not cover us for anything else other than accidents.

If I was told about this at the very start of the call, I may have been spared from getting upset again about the sudden death of our dog who was part of the family for nearly 9 years!!